Client Care & Intake Specialist

Citrus Group; Sydney; On-site; AUD 65,000 - 80,000; Full time

Job summary

Gerard Malouf & Partners is seeking a Client Services Officer to join our Client Care and Intake team. This is an important frontline role where you will often be the first point of contact for prospective clients seeking assistance with a personal injury matter.

You’ll combine empathy and excellent customer service with strong attention to detail, gathering relevant information, assessing enquiries and working closely with our solicitors to ensure every prospective client receives a

Qualifications

• Excellent verbal and written communication skills.
• Proven experience in a high-volume inbound call environment.
• Confidence communicating with people from a wide range of backgrounds.
• Empathy, patience and professionalism when handling sensitive conversations.
• Strong attention to detail and accurate record-keeping skills.
• The ability to gather information, identify key details and provide concise summaries.
• Good organisation and time-management skills.
• The ability to prioritise enquiries and work effectively in a fast-paced environment.
• Confidence using CRM systems and other business technology.
• A collaborative approach and the ability to work effectively with solicitors and support teams.

Responsibilities

• Handle incoming calls and enquiries from prospective clients
• Engage with clients professionally, respectfully and with empathy
• Gather relevant information and prepare clear, concise written and verbal summaries
• Assess new client enquiries and identify relevant information for review by our solicitors
• Liaise closely with solicitors regarding prospective client matters and next steps
• Accurately enter client and enquiry information into our CRM system
• Ensure new enquiries are actioned on the day they are received
• Maintain detailed and accurate records of client communications
• Provide updates on enquiry outcomes to the Head of Client Care and Intake Operations
• Follow the firm’s policies, procedures and professional obligations
• Escalate matters that may present professional or financial risk to the firm

Skills

Verbal communication

Written communication

Customer service

Empathy

Attention to detail

Job description

Gerard Malouf & Partners is seeking a Client Services Officer to join our Client Care and Intake team. This is an important frontline role where you will often be the first point of contact for prospective clients seeking assistance with a personal injury matter.

You’ll combine empathy and excellent customer service with strong attention to detail, gathering relevant information, assessing enquiries and working closely with our solicitors to ensure every prospective client receives a